How HubSpot uses Claude for customer success

1. 0:00 – 0:18

   HubSpot’s mission and why Claude mattered early

   1. SPSpeaker0:00

      HubSpot exists to help small businesses grow better. We were an early adopter of Claude, and we knew that this was just a fundamental change to the way we would work, and that it would impact how all of our customers at HubSpot work.

   2. SPSpeaker0:13

      [instrumental music]

2. 0:18 – 0:27

   Early performance: Claude outperforming existing tools

   1. SPSpeaker0:18

      What we saw pretty early on was Claude's ability, and immediately it did a superior job compared to some of the other tools that we were developing or trying.

3. 0:27 – 0:37

   Marketing use case: “taste” and on-brand product pages

   1. SPSpeaker0:27

      Claude has really good taste, and marketing's all about taste. And the first product pages that I was seeing just felt uniquely on brand.

4. 0:37 – 1:07

   Customer success workflow: summarizing transcripts into strategic guidance

   1. SPSpeaker0:37

      I gave Claude a call transcript, a couple knowledge base articles, and the first output was amazing. It was generally felt like it was my voice. I felt that I was working with a, a strategic partner. We had a hospitality business that was struggling with their revenue in terms of where can we find cost savings. Claude was able to take the reporting from the historical standpoint and say, "Here's where we see your best performing weekends. Here are the weekends that were not performing as well." That

5. 1:07 – 1:15

   Customer impact: data-driven cost savings and standout conversations

   1. SPSpeaker1:07

      is something so far beyond my typical role as a CSM. My customers are saying like, "This is the best conversation I've ever had with HubSpot."

6. 1:15 – 2:10

   Developer acceleration: reduced maintenance and faster prototyping

   1. SPSpeaker1:15

      The time it takes to maintain some of the code base has been reduced dramatically. My idea to prototype has decreased massively. I feel like my job hasn't been this fun in a long time. The biggest change has been the ability of developers to free up some time for really value-adding feature development. Claude code has helped me become a, a better engineer. I feel like it has helped amplify my expertise.

   2. SPSpeaker1:42

      We've seen a forty percent increase in productivity. You really feel it across a team when you get that much leverage in the work you're doing. We get to help the businesses that shape the world and shape the economy. HubSpot and Anthropic have an amazing shared mission, which we can give people access to tools and information to build their businesses in a way that just wasn't before possible. [instrumental music]

7. 1:42 – 2:10

   Org-level results and shared mission with Anthropic

   1. SPSpeaker1:42

      We've seen a forty percent increase in productivity. You really feel it across a team when you get that much leverage in the work you're doing. We get to help the businesses that shape the world and shape the economy. HubSpot and Anthropic have an amazing shared mission, which we can give people access to tools and information to build their businesses in a way that just wasn't before possible. [instrumental music]

Episode duration: 2:10